Key Skills

Job Description

Who We Are: At Pearson , our purpose is simple: to help people realize the life they imagine through learning. We believe every learning opportunity is a chance for a personal breakthrough. We are the world’s lifelong learning company. For us, learning is not just what we do. It is who we are. Discover more about Pearson and our purpose About the Role: As Manager, Customer Service, EMEA , you will lead a multilingual team delivering exceptional support to customers across the Benelux, Germany, and Nordic regions. This is an exciting opportunity to shape the customer experience, inspire a high-performing team, and ensure every customer interaction is handled with care, efficiency, and professionalism. You will oversee daily customer service operations, develop team capabilities, and create an environment in which people feel supported, engaged, and empowered to succeed. Collaboration will be at the heart of your role. You will partner closely with Sales, Finance, Warehouse Operations, and Technical Support to resolve customer inquiries and order-related challenges efficiently. You will also act as a trusted escalation point, helping the team navigate complex situations and deliver positive outcomes for both customers and the business. Reporting to the Director or Customer Service Lead, you will play an important role in strengthening operational performance, improving ways of working, and building a consistently high-quality customer experience across the region. Key Responsibilities: Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions. Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally. Set clear team objectives and provide regular feedback, coaching, and support to help team members grow and perform at their best. Monitor service levels, workload, productivity, quality, and other relevant performance indicators. Manage workforce planning and resource allocation to maintain effective coverage and respond to changing business and customer needs. Create an inclusive, collaborative, and customer-focused team culture that encourages accountability and continuous improvement. Act as the primary escalation point for complex or sensitive customer service matters, ensuring timely and appropriate resolution. Work closely with Sales, Finance, Warehouse Operations, and Technical Support to address customer needs and remove operational barriers. Identify opportunities to improve processes, strengthen service delivery, and enhance the end-to-end customer journey. Communicate operational updates, priorities, risks, and performance insights to relevant stakeholders. Ensure customer service activities are carried out in line with internal procedures, quality standards, and applicable policies. Required Skills and Experience: Previous experience leading or supervising a customer service, customer operations, or order management team. Strong people leadership skills, with experience coaching employees, managing performance, and supporting professional development. A genuine passion for delivering an excellent customer experience. Strong operational management skills, including the ability to prioritize workloads, allocate resources, and maintain service quality in a fast-paced environment. Experience managing escalations and resolving complex customer or order-related issues. Excellent communication and interpersonal skills, with the ability to build trusted relationships across teams and functions. A collaborative mindset and experience working with teams such as Sales, Finance, Warehouse Operations, Supply Chain, or Technical Support. Strong problem-solving and decision-making skills, with a practical and solutions-focused approach. Good analytical skills and the ability to use performance data to identify trends, risks, and improvement opportunities. Professional fluency in English. Additional European language skills would be an advantage. Experience working with CRM, customer service, ERP, or order management systems would be beneficial. Who we are: At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected]. Job: Customer Success Job Family: GOTOMARKET Organization: Assessment & Qualifications Schedule: FULL_TIME Workplace Type: Remote Req ID: 25957

Core Responsibilities

Lead and develop a multilingual customer service team while overseeing daily operations to ensure high-quality support across the Benelux, Germany, and Nordic regions. Collaborate with cross-functional departments like Sales and Finance to resolve complex customer inquiries and drive continuous process improvements.

Requirements

Requires previous experience in leading customer service or operations teams with strong coaching and operational management skills. Candidates must possess excellent communication abilities, a collaborative mindset, and proficiency in English, with additional European language skills considered an advantage.